VICIdial Software

VICIdial is an open-source, cloud-based contact center solution suitable for small to large call centers in a variety of industries. Key features include inbound and outbound calls, call routing, email integration, online chat and call recording.

VICIdial combines inbound and outbound phone calls with inbound email and customer website chat in a single web-based interface. Skills-based routing and queue prioritization features help users ensure that calls and emails go to the agents who are best able to handle them. Agents can also switch between handling outbound and inbound calls when necessary.

Other features include previewing leads before dialing, recording and listening to agent calls, sending dropped calls to available agents or a voicemail inbox, estimated hold times for inbound callers, remote-agent calling, multiple language support and more.

The reporting system is really sophisticated. It is second to non at providing an in depth look at your calling patters and how they can be optimized .

Cons

Until you get used to it ,the design can look very complicated and hard to navigate .

Review Source: Capterra

DAVID from IT Services

Number of employees: 11-50 employees

Ease-of-use

Value for money

Customer support

Functionality

November 2018

eASY TO USE

Pros

i LIKE HOW INTUITIVE THIS PROGRAM IS. THE PROGRAM IS EASY TO USE& WORKS MOST OF THE TIME

Cons

I DO NOT LIKE HAVING TO OCCASIONALLY REREGISTER IN THE SETTINGS.

Review Source: Capterra

antonio from Ecco Outsourcing Group

Number of employees: 201-500 employees

Ease-of-use

Value for money

Customer support

Functionality

October 2018

Good Dialer

In the begging i thought that was difficult, but after i use it and learn it, i recommend it to any call center.

Pros

Is an excellent dialer, easy to use, faster, efficiency, stable, the report are accurate, i'm comfortable with this product.

Cons

I do not have any cons of this software.

Review Source: Capterra

Georgi from taxback.com

Number of employees: 501-1,000 employees

Ease-of-use

Value for money

Functionality

October 2018

Efficiency in calling .

Pros

VICIdial does an amazing job and managing your campaigns . It eliminates so much waste ,reduces costs and is free to use .

Cons

While often sufficient by itself ,it works best when combined with supporting software ,mainly a text messaging one .

Review Source: Capterra

Alexandar from Taxback.com

Number of employees: 501-1,000 employees

Ease-of-use

Functionality

October 2018

Best dialer I've worked with .

Pros

Vicidial has everything I can think of wanting in a dialing tool . It manages campaigns amazingly,handles incoming and outgoing calls and the reports are very informative.

Cons

The set up at the beginning takes a lot of time. Can be hard to navigate .

Review Source: Capterra

Brad from Silver Lake Resort

Number of employees: 51-200 employees

Ease-of-use

Value for money

Customer support

Functionality

September 2018

Silver Lame

Pros

Ease of use. So easy to use and get started.

Cons

Nothing at all. No complaints easy to set up.

Review Source: Capterra

Ramon from Ecco Outsourcing Group

Number of employees: 201-500 employees

Ease-of-use

Customer support

Functionality

September 2018

Excellent Dialer

Pros

My very respectful of this software, easy to use, platform very stable, flow of the calls, reporting, monitoring, inbound, outbound. Wow

Cons

Nothing to said I like very much good one.

Review Source: Capterra

Claire from taxback.com

Number of employees: 501-1,000 employees

Ease-of-use

Functionality

September 2018

Organize your calls .

Pros

For me personally, the best way to organize calling campaigns efficiently .A very structured program that gives detailed progress reports ,enabling you to increase productivity and meat your goals.

Cons

It looks very outdated and if you have a lot of campaigns through it ,it can get confusing to manage .

Review Source: Capterra

jamie from csr

Number of employees: 1,001-5,000 employees

Ease-of-use

Value for money

Customer support

Functionality

September 2018

EASY

THE EASE OF ANSWERING AND HANGING UP FOR MAKING CALLS.

Pros

ITS SO SIMPLE TO USE. NOT A LOT OF BUTTON SO YOU CANT BE CONFUSED.

Cons

IT DOES NOT HAVE A LOT OF FEATURES WHICH MAY OR MAY NOT BE A GOOD THING.

Review Source: Capterra

Nelson from Cibersys

Number of employees: 11-50 employees

Ease-of-use

Functionality

September 2018

the special pbx for your telephone campaigns

Pros

is the best phone system for your phone calls, your predictive dialing is the best among many

Cons

maybe the interface is not the most pleasant but you get used to it

Review Source: Capterra

LinkedIn icon

Verified Reviewer

Number of employees: 51-200 employees

Ease-of-use

Functionality

August 2018

Amazing dialer for contact centers

Setting it up is not difficult at all. You can access it at home. Do inbound and out going calls easily, determine the abandon calls, average handling time, you can also trace via inbound reports the peak hour so you can project how many agents to assign at a certain hour. It is undeed an impressive software/provider.

Pros

Our company is using Vicidial even before I was hired 5 years ago. It is always available and we never had a issue using it. You can use it for agents time log in and out, monitoring queueing calls, barge live calls and generate reports. All you need about the operations is available there and it can be exported to excel files.

Cons

The interface was a bit old school due to the gray, white and black background but all the details you needed is available especially when your doing reports.

Review Source: Capterra

Shannon from VERAFAST

Ease-of-use

Value for money

Customer support

Functionality

July 2018

It was easy to take calls and understand there platform.

Pros

it has a fast set up so not a lot time needed to set up and you get a free trial and you don't have to give your credit card to start the trial.

Cons

There were no cons for me maybe new people may be a little set back till they read everything. Also I think the reporting could be broken down to be a-lot easier.

Review Source: Capterra

Kaloyan from taxback.com

Number of employees: 501-1,000 employees

Ease-of-use

Value for money

Functionality

July 2018

A wonderful dialing tool .

Pros

You can't beat free and VICIdial is just that . Extremely easy to navigate through and navigate the calls in a very affordable way .I also like that you can compartmentalize different call areas alongside different subjects for the specific call .

Cons

Any complains I have are just nitpicking . That being said ,the design looks very outdated and the reports are very hard to understand .

Review Source: Capterra

Leilani Grace from The Results

Industry: Other

Number of employees: 501-1,000 employees

Ease-of-use

Value for money

Customer support

Functionality

July 2018

Vicidial for Freelancing

Pros

This is the cheapest dialer in the Philippines but very convenient to use. We can save money for small online businesses in the market

Cons

It is hard to use the transfer in this type of dialer. I had my agents complaining about it plus there are lots of buttons to click.

Review Source

Sirma from taxback.com

Number of employees: 501-1,000 employees

Ease-of-use

Value for money

Functionality

July 2018

Essential for call center work

It makes going through a large number of calls a lot more affordable and organized .

Pros

The biggest that stands out is that you can use ViCIdial for free. On top of that it ensures a constant stable connection and through the open source development ,there are always improvements .

Cons

While the reports are very informative ,they are hard to understand .I would also be very happy with a design update .

Review Source: Capterra

Steven from Taxback.com

Number of employees: 501-1,000 employees

Ease-of-use

Value for money

Functionality

June 2018

Great for lengthy campaigns .

Pros

Easy to install and supervise afterwards .Can be integrated into your company's CRM for optimum efficiency. You also can't beat it at pricing ,when there isn't any !

Cons

It takes a lot of time to configure your preferences ,dialer data and call times at the beginning . Smooth sailing after that in my experience .

Review Source: Capterra

John A from Los Angeles School of Out of Body Travel & Lucid Dreaming

Ease-of-use

Value for money

Customer support

Functionality

June 2018

I still can't believe it's free!

It allowed to make my calls with a predictive dialer with all the features you can imagine, eliminate my dependence on land lines, and have a system my agents could log in to locally or remotely.

Pros

First that you can download and install and use it completely 100% free, no strings attached. Second, it has every feature you could possibly imagine for dialing solution software and predictive dialers. Third, the reporting is all one 1 screen, there are many reports, inbound, outbound, carrier reports, etc. Fourth, they have a user forum where, and I kid you not, you can post a question or an issue you are having, and either a VICIdial expert or one of the other many experts on the forum will respond to your question usually within an hour or two, always that same day, and answer your question or help you work through your issue. Fifth, it's now the world's most popular dialing solution software, so you can find answers to about any question by just googling. Sixth, the hardware requirements are low. When I first installed VICIdial I used an old desktop and turned it into a VICIdial server. And seventh and maybe most importantly, VICIdial is constantly evolving. New revisions come out regularly, and new versions of the installer VICIbox are produced regularly, and they are new features constantly, and the program keeps getting better and better! In their next version of VICIbox they are offering a webrtc softphone built right into the program, so you won't need to download and configure softphones anymore. In summary, VICIdial is everything you always wanted in a predictive dialer or software dialing solution, and it is absolutely free of charge!

Cons

I installed VICIdial in March of 2017. It took me a weekend to set up campaigns, upload lists to call, configure a VoIP carrier, and put in the settings I needed for my campaigns. I installed on a Sunday afternoon and started dialing the next day on Monday morning at 9AM. And everything worked! Now it's June of 2018 and I've been using VICIdial for 1 year and 2 months. Although I got everything working the very first day, over time I have discovered the hundreds of features VICIdial offers and how to set them and configure them. The VICIdial system I use today is much different from the one I started with a year ago. Well the system is exactly the same, same operating system, same vicidial same asterisk, but I take advantage of many features now that I didn't even realize VICIdial had when I first installed it. If there is a con about using this software, and I do not believe there is, it would be VICIdial has so many features it takes a little time to learn all of them

Review Source: Capterra

Response: Vicidial Group, VICIdial Group

June 2018

Thank you for the glowing review!

Anna from mytaskhelper.ru

Number of employees: 2-10 employees

Ease-of-use

Value for money

Customer support

Functionality

May 2018

A powerful program for call centers

Pros

The program has practically no analogues. The fact is that among the free call centers VICIdial simply does not have competitors in terms of the level of opportunities. About some of the functions you do not even guess, naturally asking the question: and so you can?

Cons

The system has practically no adequate and well-developed community. In case of any problems or issues, the decision may be delayed for a long time.

Review Source: Capterra

Miguel Angel from supamike.com

Number of employees: 2-10 employees

Ease-of-use

Value for money

Customer support

Functionality

May 2018

Vicidial profject is a very complete, mature and full of features software. I greatly recommend it.

I helped me make my SIP services business.

Pros

It uses all the open-source standards into one powerful system. It uses mysql, asterisk, apache, etc. It has everything a call center might need and more. It has so many features that I've never used them all. Outbound, Inbound and blended campaigns. Web forms, time tracking and more. I have been using this software ever since I tried it for the first time. And its now my default choice when a client comes to me asking for a call center software.

Cons

It's not user friendly or intuitive. It's normal to get lost in the beginning. There's so many options that can get overwhelming at times. But with a some patients and a little try and error it gets easier. I highly recommend reading the manual. It's very complete.

Review Source: Capterra

LinkedIn icon

Verified Reviewer

Number of employees: 501-1,000 employees

Ease-of-use

Value for money

Customer support

Functionality

May 2018

Great software for call centers

Pros

We have been using VICIdial daily for the past 4-5 years and it's a great call center tool. Loading and completing dialers with long lists of customers is easy. They can be sorted based on multiple details, but most importantly by time zone

Cons

We have had some technical issues from our user side such as duplicate calls or overlapping calls, which can only be fixed by login out and restarting the system,

Review Source: Capterra

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